Chair is fine, but my customer service experience with LiberNovo has been terrible
I wanted to give LiberNovo a fair chance, but the customer service experience so far has been incredibly frustrating. Here’s the shortened timeline:
Ordered an Omni SE. It arrived defective. The gas lift would drop when leaning back, despite me only weighing 79kg. Support suggested a fix, but it didn’t work. I returned it. They initially only sent a return label for the chair, so I had to chase them for the footrest label. Refund itself went fine.
Ordered a Maxis Manual on September 2nd. Website said mid September delivery. Mid September passed with zero communication. I had to contact them myself to find out it was delayed until the end of September. I had already sold my old office chair based on their delivery estimate, so I was left without a chair.
When it finally arrived, the delivery driver left three huge boxes outside my apartment building in a public area and drove off. I live on the first floor and had to carry everything upstairs myself. On top of that, one package, the Savings Bundle, was completely missing.
I noticed issues with both the seat cushion and footrest cushion, so I contacted support about four things: the seat cushion, missing package, terrible delivery experience and footrest cushion.
They basically addressed one.
They offered an upgraded seat cushion or a “surprise package.” When I asked what the surprise package was, they said a Savings Bundle. Yes, the exact same bundle that was already missing from my order and that they simultaneously said they would resend.
My delivery complaint was completely ignored.
For the footrest, they told me they had never received this complaint before. I sent photos and a video showing how easily the cushion bottoms out. Their response was that it looks normal. Fine, I accepted that.
Today I noticed my exact Maxis bundle is now almost €100 cheaper. LiberNovo advertises a 30 day price guarantee, so I contacted them.
Their answer: No, your 30 days have passed.
Except I received the chair less than two weeks ago, I’m still within my return period, I haven’t even received my complete order yet, and I’m still waiting for the replacement seat cushion.
I told them that if they refuse the price adjustment, I’ll simply return the chair and reorder the exact same bundle at the lower price. Completely unnecessary for everyone involved.
So currently:
• Missing package still unresolved
• No apology or acknowledgement of the delivery experience
• Footrest issue dismissed
• Replacement seat cushion still not received
• 30 day price guarantee rejected despite receiving the chair (and not even my complete order) less than two weeks ago
And I’m still waiting for their response.
The chair itself is fine. But at this price point, that’s the bare minimum. Their communication and handling of problems have made the entire experience unnecessarily exhausting.
Unless, apparently, you’re an influencer with thousands of followers receiving a free chair. Judging by the content online, that seems to come with a very different level of attention and support. Meanwhile, this is the experience of an actual customer who paid nearly €1,000. Ridiculous.